As a Liaison Healthcare Customer Support Specialist, you?ll manage all aspects of customer support for Liaison EMR-Link? products and services. You?ll manage customer calls and emails seeking request for assistance, facilitate downtime procedures, document support issues and resolutions, develop customer support best practices, and provide technical support assistance to the implementation team.

This position requires excellent customer skills, the ability to manage multiple threads of support incidents, good verbal and written communication skills, and a teamwork frame of mind.

You will be part of a team with a focused mission to:

Enhance the physician?s ability to provide patient care through EMR interoperability
Enhance our hospital and lab partner?s outreach services to the practices they serve through exceptional integration to the practice?s EMR workflow
Responsibilities

Manage customer support requests through all channels (phone, email, Liaison staff).
Document support incidents and resolution in tracking system. This includes contributing to a support knowledge base of know problems and resolutions.
Working with development to enhance the support incident escalation process including appropriately documented incidents, clearly stated requests to development for assistance, tracking of escalated incidents and customer notifications.
Manage EMR-Link or partner down times including tracking, notifications and follow with customers and partners as needed.
Proactively monitor the health of customers:
Follow up on customers not using orders
Follow up on results not downloading
Monitor EMR-Link error notifications
Identify other monitoring tools to assist in proactive monitoring of customers and partners
Non-assigned inbound results cleanup
Authoring and contributing to support and maintenance documents/processes to aide in customer self-support and other opportunities that minimize customer contacts for support.
Support related contributions to Liaison Healthcare/EMR-Link published customer notifications, newsletters and webinars.
Other opportunities include:
1-2 result only projects to assist with project overflow
Historical download projects
Assist with new kit testing, and other support for kit development projects
Assist implementation team with project tasks such as building organizations, building test environments, preparing builder tools, and other tasks as needed.
Assist development team as needed in support related events
Requirements

Proven successes managing high volume tasks balancing priority/severity and customer expectations.
Customer support experience, providing high quality, personalized approach to customer services.
BA, BS or equivalent desired.
2 or more years? experience using Centricity EMR or other EMR, with a solid understanding of physician and staff workflow.
Working knowledge of HL7 and Interface implementations.
Well grounded in computer, network, and internet technologies.
Excellent verbal and written communication skills. Ability to communicate complex issues in a clear concise manner. Able to write customer-facing documentation.
Ability to work from home; you must be extremely disciplined and able to work well remotely.
Must be able to work east coast hours, between 8am and 5pm EST.
Must be legally authorized to work in the U.S. without work sponsorship,
Desired

Experience with excel macros and basic scripting
Electronic Health Record and or HIE experience

Proven in production around the world, Liaison Technologies software and services readily scale across
heterogeneous enterprise environments, including legacy systems, and offer unified visibility for
improved analysis, decision support and operational efficiency.
Our solutions and support have established a new standard of quality for the industry, and are trusted
by the world's most demanding organizations to exchange and protect billions of payment card
transactions, all manner of sensitive and regulated data and business-critical file transfers. Profitable Investors:UPS Strategic Enterprise FundAll Jobs:at Liaison Technologies